Dixons

Dixons is one of Europe’s leading specialist electrical retailers. They have more than 1,300 stores and online stores, spanning 28 countries and employing 40,000 people. With more than 100 million customers shopping in-store and online every year, their position in the European market is a very strong one. In the UK and Ireland, Dixons retail and e-tail brands include PC World, Currys and Dixons and across Europe their brands are just as recognisable in their own markets. Operating a multi-channel approach to electrical retailing, Dixons offers customers a comprehensive range of after sales services.

Working together

Amillan began working with Dixons in 2001 when Amillan was chosen to provide a corporate telephony solution. Over time, Amillan became more involved in the business and introduced new technologies and solutions to Dixons as their business grew and expanded across the UK and into Europe. Today, Amillan provides the voice infrastructure that supports the following:

• 700 stores
• 17 administration sites
• 3,000 agent contact centre
• 22,000 users

Support is provided 24x7 as part of a managed services contract and Amillan operates a branded help desk for stores personnel to assist them in the day-to-day running of their retail outlets.

Telephony

The telephony solution across the Dixons is based on Alcatel-Lucent. The range of solutions from Alcatel-Lucent provides for the full spectrum of requirements from head office to high street branches. Taking into account the communications requirements for each site, the appropriate level of functionality has been provided with different system types for different sites.

Using Amillan ManageCom – the managed telephony service, Amillan provides the following services to Dixons:

• Branded helpdesk at Amillan for all users
• Onsite engineering resource based on Dixons sites
• Strategic input into communications
• 24x7 maintenance for all sites

As stores and super stores are refurbished, remaining legacy systems are replaced with Alcatel-Lucent solutions and in the near future, the entire infrastructure will be Alcatel-Lucent.